Health Care Facilities
Veyo is dedicated to partnering with local medical facilities to ensure seamless, successful transportation delivery to Medicaid and BadgerCare Plus members. Our Clinical Coordination team was developed with the sole purpose of partnering with medical facilities that serve members. Our Clinical Coordination team is here to:
- Assist with Level of Need (LON) assessments
- Handle difficult or out-of-the-ordinary NEMT requests
- Manage meals and lodging services, as needed
Through Veyo RideView – our health care facility portal – facilities can book and manage transportation for their members through a simple web-based portal. It offers quick and easy booking options and real-time information for every trip, without ever picking up the phone. RideView can be used for one or several facilities and doesn’t require any software installation. To learn more about RideView and sign up for a demo, please visit: https://veyo.com/rideview.
Sr. Manager of Education, Training, and Outreach (ETO)
Forms and other materials are always available on Veyo’s website at wi.ridewithveyo.com. In addition, Veyo’s Sr. Manager of Education, Training, and Outreach (ETO) is a valuable resource that hospitals and health care facilities can utilize. In Wisconsin, the Sr. Manager of ETO is Jonathan Liegeois and he can be reached at email@example.com.
Frequently Asked Questions
Who is eligible for NEMT provided by Veyo?
Veyo provides NEMT for most members enrolled in the following programs who do not have other ways of getting to their covered appointments:
- Wisconsin Medicaid
- BadgerCare Plus
- Family Planning Only Services
- Tuberculosis-Related Services-Only Benefit
- BadgerCare Plus Express Enrollment for Pregnant Women
Who is not eligible for NEMT provided by Veyo?
If you live in a nursing home and have not elected Hospice or are enrolled in Family Care, Family Care Partnership, or the Program of All-Inclusive Care for the Elderly (PACE), you cannot get rides through Veyo. You need to continue to get rides the way you do now.
If you can drive yourself to your covered appointment and do not need mileage reimbursement (money for gas) or if you have another way to get to your appointment for free, you cannot get a ride through Veyo, and you need to continue to get rides the way you do now.
What is Veyo RideView?
Launched in 2019, Veyo RideView – our health care facility portal – was built specifically to help facilities book and manage transportation for their patients. It offers quick and easy booking options and real-time information for every trip, without ever picking up the phone. RideView can be used for one or several facilities, is accessible via a website, and doesn’t require any software installation. To learn more about RideView and sign up for a demo, please visit: https://veyo.com/rideview.
How far in advance do I need to schedule NEMT for members?
With the exception of hospital discharges and urgent trips, all NEMT requests must be received at least two business days prior to the appointment. The two business days’ time frame includes the day of the call but not the day of the appointment. For example, you should call on Monday or before to arrange a trip for Wednesday. Requests for transport for hospital discharges and urgent trips can be made outside of this timeframe.
When can I call to schedule trips?
Veyo’s customer service center is open from 7 a.m. to 6 p.m. Central Time (CT), Monday through Friday for scheduling routine appointments. Additionally, urgent requests and hospital discharges are taken 24 hours a day, seven days a week. Please call 866-907-1493 to phone in all transportation requests. You may also schedule trips through Veyo RideView. For more info on RideView, please visit https://veyo.com/rideview.
What qualifies as an urgent trip?
An urgent trip is an unscheduled episodic situation in which there is no immediate threat to life or limb, but the member must be seen on the day of the request and treatment cannot be delayed until the next day. This may include hospital discharges as well.
Does Veyo arrange emergency transportation?
No. Veyo is only contracted to provide non-emergent transportation services. All requests for emergency transportation should be directed to 911.
What qualifies as an emergency trip?
Emergency trips pertain to life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose, and any other situation where immediate medical relief or treatment is necessary.
Can Veyo schedule recurring/repeating trips?
Yes. Veyo can schedule recurring trips. This eliminates the need to schedule each trip individually. Veyo schedules recurring trips for dialysis for up to six months at a time. Trips for all other standing order appointments can be scheduled for up to three months at a time. Recurring trips may be scheduled through RideView, or by calling 866-907-1493.
How does Veyo determine a member’s mode of transportation?
If a member says they are unable to utilize public transportation or mileage reimbursement, a health care provider will be required to fill out our Level of Need assessment form. This form communicates the member’s ability to use transportation.
What appointment time should I use when requesting transportation?
Please use the actual time the member needs to arrive at the facility. For the return ride, please use the actual time the member will be ready to leave the facility.
What if the return time for the appointment is unknown?
If the return time for an appointment is not known at the time of the reservation, Veyo will assign the return trip as a will-call trip. In this case, you will call Veyo when the member is ready for their ride home. Alternatively, if the member is enrolled in Veyo’s SMS alerts or is using Veyo’s Member Portal, the member can request their own ride home using their mobile device.
Veyo will dispatch the trip and the transportation provider will arrive within one hour following a will-call request and three hours for urgent requests. Please note that for scheduled return rides, transportation providers are required to pick up the member within 15 minutes of the scheduled pick-up time. To find out the status of a transportation provider’s estimated arrival time, call 866-907-1493.
How are out-of-state trips arranged?
Veyo will verify with the Department of Health Services or the member’s HMO that the health care appointment has been authorized. Veyo will then schedule the trip request following the standard process.
How do I file a complaint on behalf of a member?
If you or a member experiences an issue with NEMT:
- Call Veyo 866-907-1493
- Fill out our convenient online form here: https://wi.ridewithveyo.com/complaint-form/
- Write to Veyo at:
Attn: Quality Assurance
8383 Greenway Blvd, Suite 400
Middleton, WI 53562
We will follow up on all complaints and contact all parties involved in the scheduling and transport to resolve the issue.
Where can I submit a form?
To submit a form to Veyo:
- Fill out our convenient online form here: https://wifacilitysupport.zendesk.com/hc/en-us/requests/new
- Choose “Submit Member Form(s)” and select the appropriate form(s)
Resources for Medical Facilities and Healthcare Providers
- Health Care Facility Resource Guide
- Attendant/Escort Medical Necessity Form
- Distance Verification Form
- Level of Need Form
- Level of Need Form: Ambulance and Stretcher
- Meals and Lodging Request Form
- Mileage Reimbursement Trip Log
- Parental Consent Form for Children ages 4-11
- Parental Consent Form for Children ages 12-15
- Release Authorization for Complaint Research
- Verification of Necessity of Ongoing Meals and Lodging Form
- Health Care Service Prior Authorization Verification
- NTS Appointment Verification
- Hospital Questions + Answers